ComplaintsforEvolution Finance (wallethub.com)

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was sent an email saying I set up an account with the company. When I never set up an account with the company. I never even knew about the company before I got an email.

  Business response

  09/15/2023

  Hi ********,
  
  It's likely that one of the WalletHub users made a typo when entering their email address, resulting in you receiving the email in error. A good idea would be to contact the Help team via email at [email protected] to investigate the issue further.

  Best regards,
  

  Customer response

  09/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Someone has made a fake account using my information & they keep looking up my credit Can yall delete every account with my name in yall system & keep it that way? I dont have a wallethub account never will.

  Business response

  08/21/2023

  Hi ********,
  
  Please contact WalletHub Help team by email at [email protected] so they can investigate the issue.
  
  Were sorry that this is how you heard about us and hope to resolve this as quickly as possible.

• Initial Complaint

  07/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was just told after emailing when i seen wallet hub keep requesting my credit information with transunion that they can tell me if there is an account innmy name. I disnt create nor do i use wallet hub an they keep pulling an request my credit report. I asked them to verify there is no account linked to my social name or email i was told they cant do that. I have to create new account with all my information then verify who i am. I do not want to be apart of or forced to create account because they let someone kot me create an account. This is stealing someone identity an they refuse to look at or tell me what is connected to my information an why they keep pulling my report without me telling them to! Last request 7/21/2023 an 7/17/2023

  Business response

  08/21/2023

  Hi *****,
  
  WalletHub Help team has already sent you the instructions to follow by email, as it is done in all similar cases, so that the fraudulent account can be identified and closed. These instructions were set in place by WalletHub engineers to avoid deleting actual users' accounts by mistake but also to keep your information secure. Our system is completely safe, through the same 128-bit encryption and SSL that FDIC-insured financial institutions use. Our users' accounts are completely secure against access from anyone, including us.
  
  During registration, any given users information is automatically verified against their ********** credit report. WalletHub cannot check the information filled in by anyone while registering so the possible fraudster had to know all the details from your ********** credit report plus other sensitive information about you in order to be able to set up an account. Because of that, WalletHub is not able to identify possible fraudster accounts. As long as a user is able to pass all security questions asked during registration by **********, the WalletHub system will always see this user as a legitimate person and not a fraudster. Whoever that person might be, he/she will pose as you in the system. The name linked to that account will be yours, the address yours, and so on.
  
  Finally, please know that once you have followed the instructions you received by email, WalletHub will be able to delete the fraudulent account(s) and also blacklist your SSN so that no one else can register with your information.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Like many others posting here, I have been the subject of identify theft. The bad peeps have my full name, number, dob, ssn, and address. With that and a fraudulent email account they set up containing my name, they abused many financial institutions as well as WalletHub. Like many other BBB posters noted, WalletHub is running DAILY credit inquiries on me. I have spent time and effort putting in fraud alerts with the credit bureaus, security freezes on accounts, and contacting financial institutions to notify them of fraud. What is different about WalletHub is that they make fighting this virtually impossible. As others noted, the contact phone numbers included in the credit reports do not function. WalletHub does not have a contact number available on their site. You cannot call and speak to anyone. In fact, they only have this web address (****************************************************************************). Interestingly, the process requires sending a password reset to the email address associated with the account. You know, the fraudulent email address I do not have access to or control over! This makes no sense. You will also notice that WalletHub has responded to many of the BBB complaint with if someone unfortunately created a WalletHub account with your details, then there are security protocols that must be obeyed to ensure the account is found and removed. However, WalletHub never makes clear what those protocols are, where to find them, or how to follow them. You will also notice that regardless of their claims of resolving identity theft account issues, most posters have rejected their responses, as those efforts were apparently ineffective. Every other financial institution was able to identify and resolve the current issues by phone and quickly. WalletHub actually seems to be facilitating identity theft activities. It’s no wonder the bad peeps choose to use this service. WalletHub, fix this, it’s either terribly broken or nefarious. Neither is ok.

  Business response

  06/19/2023

  Hi ****,
  
  Unfortunately, WalletHub does not currently offer phone support as this is a free service, but there is an email address listed on the website. Moreover, it is recommended that you do not share your personal information over the phone or by email/mail as that is not safe.
  
  WalletHub Help team has already sent you the instructions to follow by email, as it is done in all similar cases, so that the fraudulent account can be identified and closed. These instructions were set in place by WalletHub engineers to avoid deleting actual users' accounts by mistake but also to keep your information secure. The WalletHub system is completely safe, through the same 128-bit encryption and SSL that FDIC-insured financial institutions use. WalletHub users' accounts are completely secure against access from anyone, including the WalletHub team.
  
  Finally, please know that WalletHub can delete the fraudulent account(s) from the system and also blacklist the SSN of the person in question so that no one else can register with their information on the website/app. However, WalletHub cannot control what the fraudster does on other websites or with other companies. As far as WalletHub is concerned, a case gets closed when the fraudulent account is identified and closed and the SSN of the person in question is also blacklisted. However, people do not typically update their reviews/complaints when that happens. This doesn’t mean that WalletHub facilitates identity theft activities nor that WalletHub ignores such complaints.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I do not do business with wallethub. I recently found 2 soft inquiries on my credit report that occurred the same time 2 fraudulent applications were submitted. The fraudster seems to have created an account with wallethub, and this needs to be deleted. I emailed the company and have not received a response. There is no phone number listed for wallethub to get this resolved timely.

  Business response

  04/06/2023

  Hi ******,
  
  As our Help team confirmed, the fraudulent account as well as your account have been deleted at your request and following your emails that they replied to. They also confirmed that your SSN is blacklisted, so no one will be able to register again with us using your information.

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beginning in February 2023, I began receiving unsolicited e-mails from WalletHub concerning financial information that clearly relied upon my personal data. These e-mails concerned my financial credit history, banking institutions, significant purchases, and information reported to credit bureaus. By definition, this information is considered "personally identifying information" (PII) under several state laws, including my state of domicile. Prior to these e-mails, I have never heard of WalletHub, have never signed up for any of their service(s), have not authorized them to utilize or access my PII. I would like the company to permanently delete all of my PII and cease communicating me in the future.

  Business response

  03/20/2023

  Hi ********,
  
  Were sorry to hear about the unsolicited emails you received from us. Our Help team confirmed that they received your email as well. They quickly responded and removed the account from our system. They also sent you a confirmation of the deletion on March 10th. A good idea would be to check your spam folder, in case the email went there.
  
  With that said, we hope that you give us a fair try and close this complaint.
  
  Best,

• Initial Complaint

  02/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a victim of identity theft, so have been monitoring my credit reports carefully. I noticed soft inquiries coming from WalletHub. I did not then know what WalletHub is. Someone had created a WalletHub account using my stolen personal information. They used the fraudulent WalletHub account to get a copy of my credit report. I created a WalletHub account so I could report the fraudulent account. I requested that all other accounts using my SSN be deleted. WalletHub downplayed the situation, saying that a soft inquiry would not affect my credit score. I responded that the soft inquiry was an instance of the identity thief obtaining my credit report, and that they subsequently used WalletHub’s credit card offers to try to open fraudulent credit card accounts in my name. WalletHub once again downplayed the situation, saying that the perpetrator had already had my personal information, which they used to created the fraudulent WalletHub account. That’s true. But WalletHub gave the criminal the ability to obtain updated information from my credit report. So, for example, if the thief obtained my personal information from the massive Equifax data breach of 2017 that exposed the personal information of 147 million people, the fraudster’s inquiry via WalletHub gave them updated information. WalletHub’s cavalier response indicates that they do not take the existence of fraudulent accounts on their system seriously. One could say it makes WalletHub a haven for identity thieves. WalletHub finally reported that their tech department had identified and deleted a fraudulent account. However, soft inquiries continue to come from WalletHub on a daily basis. They aren’t mine. That means that one or more fraudulent accounts using my personal information still exist at WalletHub. I repeat my request: 1. Delete ALL accounts other than mine that use my SSN. 2. Block my SSN from being used in the creation of new accounts. 3. Retain my account.

  Business response

  03/01/2023

  Hi ****,
  
  We are sorry to hear that you are a victim of identity theft. Were also sorry that this is how you heard about us.
  
  We pride ourselves in offering 24/7 credit monitoring.For that to happen, your credit report is pulled from TransUnion via soft inquiries whenever your information is updated, regardless of you logging into your account or not. As long as you keep your WalletHub account open, new soft inquiries will show up on your file.
  
  With that said, please note that all your requests have already been met. The fraudulent account has been removed, your SSN has been blacklisted, and your account is still functional.

  Customer response

  03/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  Let me reiterate. Through your willful negligence, you allowed an identity thief to create a fraudulent account in my name at WalletHub. (They didn’t even have to know my SSN, just my name and address to get started. In the account creation process, you first ask for an individual’s name and address, after which you helpfully display the last 4 digits of that individual’s SSN and ask if that’s correct. After that you ask softball verification questions that can be guessed at easily. In other words, YOU populate the new account with an SSN — although admittedly you keep it hidden from view, even though that’s irrelevant. The person creating the account doesn’t have to know it or supply it. That’s part of what makes it willful negligence.) Then you allowed that criminal full access to my credit report through your relationship with TransUnion, in spite of the fact that I froze my credit report at TransUnion more than five years ago. Now you indicate that you have an automated process that accesses my credit report on a daily basis. In other words, you are accessing my frozen credit information and providing it to third parties, mainly credit card providers, but who knows who else? Cease.

  Regards,
  
  *************************

  Business response

  03/27/2023

  Hi ****,
  
  As our Help team already explained, during registration, any users information is automatically verified against their ********** credit report. The security questions asked are random and come directly from **********. As long as a user is able to pass all security questions asked and fill in the correct information required, our system will always see this user as a legitimate person and not a fraudster. We cannot manually check the information filled in by anyone while registering.
  
  We do not provide your credit report to any third party. Based on the information found on your credit report and also the information you provided us, we match you with offers for credit cards. However, no credit card company has access to your credit report.
  
  With that said, please know that we can close your WalletHub account and that will stop your credit report from being pulled.

• Initial Complaint

  02/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Feb 10, I received a physical letter from **** of ******* informing me of the fraudulent car loan to purchase a 2021 ***** ******** from ************ in my name. This was the first I ever heard about it. I proceeded to freeze and study my credit reports. There were 6 or 7 hard inquiries (fraudulent) on my account, and **** of ******* approved the fraudulent loan. Currently, I'm disputing everything and going through the process. Looks like someone purchased a car on Jan 28th under my name in ********* from ************ in *********** with a real-looking Texas Driver's License, with my name but this *******-American's picture (I am **********). I opened a ******* Police  Report on Feb 15 (Report#: **********). I am currently in the process of filling out all forms and contacting all parties to investigate.Why Wallethub? Studying my Credit Report, I saw frequent accesses to my credit leading up to the criminal's purchase of the vehicle. Attachments will show the daily queries to my credit, thus contributing to my life crisis of identity theft.

  Business response

  02/28/2023

  Hi *****,
  
  Were sorry to hear that you are a victim of identity theft. To that end, our Help team emailed you regarding the soft inquiries you saw listed on your credit report. If you dont see any email in your inbox, please also check your spam folder.
  
  Were sorry that this is how you heard about us, and hope to resolve this as quickly as possible.

• Initial Complaint

  01/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I just checked my ********** credit score to find that "Wallethub" - a company I have no relationship with and have never set up an account with - has two recent listings on my report for: "Account Review Inquiries", defined as, "The listing of a company's inquiry in this section means that they obtained information from your credit file in connection with an account review or other business transaction with you".WalletHub is clearly being used for attempted identity theft; I am not yet sure if successfully.

  Business response

  02/09/2023

  Hi *****,
  
  We're sorry this is how you found out about us, and that you're a victim of identity theft. With that said, please send us an email at [email protected], and well be able to investigate this issue further.

  Business response

  02/13/2023

  Hi *****,
  
  Were sorry this is how you found out about us, and that you're a victim of identity theft. The WalletHub Help Team has sent you an email related to your concerns. If you've not seen it yet, please check your spam folder. In any case, if someone unfortunately created a WalletHub account with your details, then there are security protocols that must be obeyed in order to ensure it is found and removed.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  WalletHub continues to check my credit without my authorization. I didnt signup with them in the first place for this. I have told them for months to stop checking my credit and they have not done so.

  Business response

  01/23/2023

  Hi ********,
  
  Were sorry this is how you found out about us, and that you're a victim of identity theft. With that said, our Help team responded to each of your inquiries immediately, and worked to resolve the issue. The account has been removed, and we have already sent a confirmation to attest to that.
  
  We hope that you can give us a fair try and close this complaint.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩